SAP Knowledge Base Article - Public

2257817 - Partners raising incidents on behalf of customers

Symptom

By process, Partner raising incidents on the name of customers, reporting an issue from an end customer, and using their own account, will not be handled by Cloud Product Support.

Environment

SuccessFactors HCM Core

Resolution

Please note that as per SuccessFactors process, partners must create incidents under customer account, if the issue reported is for an end customer.


Therefore, if you are a partner, please create an incident under Customer Account. If you do not have a S-user id under Customer Account then kindly reach out to the Cloud Admin of Customer who will help create a S-userid with necessary authorizations.


For more details on support model for Partners then please contact your Partner Account Manager from SAP.

 

Keywords

partner, partner process, customer incident , KBA , LOD-SF-PLT , Foundational Capabilities & Tools , How To

Product

SAP SuccessFactors HCM Core 1511 ; SuccessFactors HCM Core 1508